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目錄

Product Code: IT020-000016

In the tug-of-war between companies and their customers, power has shifted to the digitally connected customer, and old business models and command-and-control management approaches and systems are fast becoming obsolete. Accelerated disruptive change and margin-eroding commoditization are now the norm. This is driving the need for organizations, irrespective of industry or sector to become customer-adaptive.

Highlights

The challenge for businesses is to sense change in customer behaviors, understand how they are being shaped, and use those insights to adapt accordingly - sense, respond, and adapt.

All industries and sectors are subject to the same forces of disruption and cannot escape the higher expectations and increased mobility available to their constituents, and they must plan accordingly.

Features Benefits

Provides a lens through which any organization can assess its current capabilities and identify attributes that require development.

Demonstrates the many possible avenues to improvement, through both technology investments and process overhauls.

Questions Answers

What are the phases a business must evolve through to maximize relationships with its customers?

What steps should enterprises take to progress along the customer-adaptive spectrum?

What are the technologies that can have an impact at each stage of maturity?

How can vendors better map their technology offerings to enterprise needs?

Table of Contents

Headings

SUMMARY

Catalyst

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Key messages

BECOMING CUSTOMER-ADAPTIVE

Continuous and rapid change threatens old business models

Competitive advantage is now transient

Eight attributes must be orchestrated for success

IT strategy lags business priorities

Top trends impacting IT strategy

Business priorities are focused on growth

Firms must take a more holistic approach to developing IT strategy

A lens through which to assess your maturity

Multiple attributes must be orchestrated, starting with leadership

Collaboration, sensing capabilities, and innovation must be mutually
reinforcing

Enterprises need a coherent road map to navigate disruptive change

THE CUSTOMER-ADAPTIVE MATURITY MODEL

The four states of maturity

Tactical

Integrated

Augmented

Customer-adaptive

Organizations may find they exhibit mixed characteristics

IDENTIFYING YOUR CUSTOMER-ADAPTIVE MATURITY LEVEL

Preparing for evolutionary change

Characteristics of level 1: tactical

Leadership vision

Workforce engagement

Collaboration

Sensing - insight and foresight

Customer experience

Continuous innovation

Connected processes

Adaptive enterprise architecture

How to move to level 2: integrated

Characteristics of level 2: integrated

Leadership vision

Workforce engagement

Collaboration

Sensing - insight and foresight

Customer experience

Continuous innovation

Connected processes

Adaptive enterprise architecture

How to move to level 3: augmented

Characteristics of level 3: augmented

Leadership vision

Workforce engagement

Collaboration

Sensing - insight and foresight

Customer experience

Continuous innovation

Connected processes

Adaptive enterprise architecture

How to move to level 4: customer-adaptive

Characteristics of level 4: customer-adaptive

Leadership vision

Customer-centered vision

Continuous planning and trust

Workforce engagement

Collaboration

Sensing - insight and foresight

Embedded VoC

Horizon scanning

Customer experience

Continuous innovation

A culture of experimentation and broad-based innovation management
processes